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Service Management Team Leader

3 months ago

Exeter, Devon, United Kingdom BT Full time

Service Management Team Leader - Part time/Full time

Job Req ID: 37914

Posting Date: 13 Aug 2024

Function: Service

Unit: Business

Location:

Exeter (R620), Exeter, United Kingdom

Salary: Competitive Salary + Benefits

Recruiter: Krystle James

Hiring Manager: Paul Wilson

Career Grade: D

Internal Closing Date: 23/08/24

Why this job matters

Please note: This role can be full time or part time.

This role is key to the management of the Service Management Team within the Devon & Cornwall Police Managed Service Contract.

This role manages and leads a team consisting of Process Owners and Process Analysts, as well as having Process management responsibilities within the role itself.

As the Service Management Team Leader, you will work with the Contract Professional in delivering Reporting and Service Level compliance in line with Contractual and BT obligations. You will support the Contract Professional in monthly invoicing activities in compliance with agreed Financial policies and working practice.

As the Service Management Team Leader, you will support other BT team leads, managers and customer stakeholders in the identification and analysis of new or changed service levels and/or service offerings.

This role will be based in Exeter. Hybrid (3 days office based & 2 days remote) Mon-Fri 9am-5pm. SC NPPV3 Clearance must be obtainable. Must be resident in the UK for 5 years or more.

What you'll be doing

  • People Management of the team in line with BT policies, to ensure that 1-2-1s, team meetings, performance management, attendance management, BT mandatory training and career development are followed.
  • Act as point for escalation for either the team or the customer for items that relate to Service Management.
  • Build relationship with Senior Customer stakeholders.
  • Draft CCNs and issue workflows
  • Update Contract register and Contract once agreement gained.

Essential Skills

  • Service Level Agreement Management
  • Customer Experience
  • Data Management
  • Quality Assurance
  • Communication

What we'd like to see on your CV

  • Proven knowledge of contract management practices.
  • Proven track record of working collaboratively to develop better ways to work together.
  • Thorough understanding of customer/contract or programme and knowledge of BT products
  • Knowledge and experience of ISO20: Standards, working in an ITIL conformant organisation.

Benefits

At BT, we entertain, educate, and empower millions of people every single day. We're a brand built on connecting people – whether that's friends, family, businesses, or communities. Working here, you'll receive an attractive salary and a range of competitive benefits, but – more than that – you'll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

  • Competitive salary
  • 10% on target bonus
  • BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
  • On-call allowance
  • 25 days annual leave (not including bank holidays), increasing with service
  • Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
  • World-class training and development opportunities
  • Option to join BT Shares Saving schemes.
  • Discounted broadband, mobile and TV packages
  • Access to 100's of retail discounts including the BT shop

Flexible Working

This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

#LI-Hybrid

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.